Job Description

Job Title: Passenger Service ManagerIndustry: AviationLocation: MumbaiJob Type: Full TypeMinimum Qualification: Bachelor\'s degree in a relevant field.Experience: A minimum of 5-7 Years in ramp operations or passenger services.Job Overview: * Develop strategies for the Passenger Services Department in alignment with company vision, mission, and values, as well as legal regulations.

• Establish current and long-term objectives, policies, and operating procedures to ensure passenger services comply with procedures set by respective airlines and regulating bodies at the airport.
• Represent the company in relationships with customers, authorities, and professional bodies.
• Plan, organize, direct, control, and develop all Passenger Services Department activities.
• Resolve passenger service issues, control the team effectively, and ensure the highest standards of customer satisfaction in terms of quality, efficiency, and effectiveness.

Roles and Responsibilities:

• Ensure passenger services comply with procedures set by respective airlines and regulating bodies at the airport, including DIAL, customs, immigration, CISF, and DGCA.
• Keep the team updated with the latest policies, procedures, and regulations.
• Maintain coherence, peace, and discipline among the staff; notify the Head of Operations of unresolved issues and provide suggestions for improving Passenger Services Department offerings.
• Contribute to formulating Passenger Services strategies and policies in alignment with the company\'s vision, mission, values, and legal procedures, and implement approved strategies.
• Assist the Head of Operations in relations with customers and airport authorities.
• Recommend key personnel, build and lead teams to achieve goals, and monitor and evaluate team performance.
• Audit Passenger Services Department records, perform spot checks for discrepancies, and contribute to corrective measures.
• Evaluate technology solutions to improve data management.
• Monitor global and Indian sectoral improvements, benchmark against other companies\' practices, and share insights with management and the team.
• Prepare the department\'s budget and submit it to the Head of Operations; execute annual budgets and perform periodic cost and productivity analysis.
• Plan resources for the department and obtain approval from the Head of Operations; use approved resources for operations.
• Prepare and submit procedures/instructions for approval and disseminate them to employee\'s post-approval.
• Plan annual leaves for department employees, ensure administrative processes comply with company procedures, and provide necessary approvals.
• Determine annual training requirements for the department, plan and implement training programs, and coordinate with the training department as needed.
• Participate in job interviews for department candidates and report assessments to the Head of Operations for approval.
• Monitor monthly department targets, report to the Head of Operations, measure individual performance and development, and participate in planned training and projects for self-improvement.
• Observe customer satisfaction and propose improvements to the Head of Operations.
• Communicate with other departments and external agencies to ensure smooth services.
• Assist the Head of Operations with customer and state authority relations.
• Ensure the proper functioning of department devices and instruct Duty Officers to address deficiencies.
• Ensure the security and safety of company property and confidential information.
• Uphold the company\'s corporate image and service standards.
• Ensure team adherence to company values, principles, and procedures; serve as a role model for the team.
• Conduct risk assessments and define operational controls.
• Implement risk control measures and plan manpower and equipment for operational efficiency, safety, and security.
• Maintain records as per the Master list of documents and records.
• Investigate incidents and accidents.
• Ensure significant issues from the safety program are regularly reviewed by operations management.

Functional:

• Prepare monthly and weekly work schedules for the department and submit them for approval.
• Plan personnel overtime within the work schedule and ensure information flow for personnel food and transport services.
• Resolve day-to-day operational issues beyond the jurisdiction of Duty Officers and inform the Head of Operations of unresolved or unauthorized issues.
• Maintain and replenish department stocks as needed.
• Monitor additional services provided to airlines and update extra service forms accordingly.
• Attend regular management meetings and share necessary information with the team to ensure smooth operations.

Environment, Health, and Safety:

• Implement Environment, Health, and Safety Policies and Procedures in the department.
• Achieve allocated Environment, Health, and Safety targets and programs.
• Promote Safety Culture within the department.
• Provide guidance to subordinates.
• Ensure hazardous waste reduction and proper collection.
• Ensure all employees adhere to Safety rules and regulations.
• Be accountable for the Operational and Safety performance of the department.
• Hold authority to stop work in case of procedure violations or non-compliance with legal and regulatory requirements.

Qualifications & Skills:

• Bachelor\'s degree in a relevant field.
• Minimum of 5 years of experience in passenger services or ramp operations.
• Strong leadership and team management skills.
• Excellent communication skills, both written and verbal.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Strong organizational and problem-solving skills.
• Knowledge of airport operations, regulatory requirements, and safety standards.
• Ability to work in a fast-paced and dynamic environment.

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